Alpharooms reviewed by

South West, GB

4 Reviews

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Lack of communication with hotel let them down

Booked a one night stay in a city hotel in the UK for 7 people. Very reasonable and hotel was lovely, posh considering it worked out cheaper than the neighbouring Travelodge. It was easy to book online, I paid a deposit amount to suit me, got confirmation emails, accommodation vouchers and the rest of the payment was taken on the date agreed, no fuss.
On arrival at the hotel (around 2 months after booking, and around 6pm), the receptionist informed us that alpharooms had not forwarded our requests on for neighbouring rooms, and had not told them that we had booked for 3 people in one room (one triple and two doubles). Apparently they did not offer triple rooms - despite the alpharooms website offering this and allowing me to book this. As such we had to wait 40 minutes whilst they found suitable rooms for us, and we ended up being 4 floors apart from each other. If alpharooms had communicated better with the hotel, we could have at least been on the same floor, and our rooms would have been ready. They had 2 months to tell the hotel about the rooms we had booked and our request to be close to each other, it's not as if it was last minute. I won't be booking with alpharooms again unless I just need one room for 1-2 people.
    Alpharooms
    TrustScore 8.8 / 10
    2,988 Reviews

    Reply from Alpharooms

    Dear VC,

    I am sorry to hear about the problems you encountered on your recent holiday. We will have offered the option of triple rooms because our provider supplied us with that choice. They must have something in their contract with the hotel that states this,however since you have highlighted this is not the case we will investigate this further. With regards to the special requests, these are never guaranteed and are at the hotels discretion. The hotel receives the special requests as part of the booking had the booking so they would have had the special requests from when your booking was made.

    We do have a dedicated member of the sales team who can assist with Group bookings should you wish to try again in the future.

    Best wishes,
    alpharooms.com team
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